Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.

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Nick Delis

Chief Revenue Officer Omilia

Nick E. Delis is Chief Revenue Officer at Omilia, responsible for the company's global go-to-market strategy across the US, Latin America, Europe, and Australia. He owns Omilia's revenue function, spanning direct enterprise sales, channel and partner strategy, marketing, and go-to-market execution.

Delis brings more than 20 years of experience in enterprise technology, BPO, and SaaS sales. Before joining Omilia, he served as Global Chief Commercial Officer at Atento, leading commercial strategy across the company's augmented AI portfolio. Prior to that, he spent over 13 years at Five9, most recently as Senior Vice President of International and Strategic Sales, driving global expansion across North America, Europe, LATAM, and EMEA. Earlier in his career he held senior executive roles at Konica Business Technologies, Daycom Systems, and Nextiera, where he served as President.

He describes his approach to the role in terms of Total Experience (TX): success isn't just about containment and operational efficiency but also about revenue generation and customer experience.

Agenda Day 1

12:50 PM Total Experience: Modernized balance of Human and Digital Transactions

Customers no longer separate a "good" experience from a "digital" one. They expect the same accuracy, memory and follow-through whether they're on the phone, in a chat window, or talking to a person. The real shift underway in customer care isn't automation replacing people. It's a Total Experience, where human and digital interactions are held to the same standard, and where the AI behind the digital side keeps improving instead of freezing the day it goes live.

In this session, Nick Delis, CRO of Omilia, unpacks what that balance looks like in practice: how agentic AI resolves multi-step, real customer requests from start to finish while staying fully auditable; how self-learning AI goes a step further and builds its own next agent from the best human interactions, under human approval before anything reaches a customer; and why unpredictable AI cost, not accuracy, is the challenge most organizations get blindsided by once they try to scale past a pilot. Drawing on live deployments spanning banking, utilities, healthcare and quick-service restaurants, the session shows what it takes to run human and digital service as one continuously improving system, not two competing tracks.

Key Takeaways

What today's customers actually expect from a modern service experience, and the trends separating organizations that are keeping up from those stuck on a containment plateau.
How agentic AI resolves genuinely complex, multi-step requests without becoming unpredictable and how self-learning AI takes that further by building and testing its own next agent, with a human approving every change before it goes live.
Why AI cost becomes unpredictable at scale, and the specific questions to put to any vendor before signing, so cost doesn't become the reason a program stalls.
What a modernized human-plus-digital balance looks like in production, with evidence from real customer deployments.